Transforming Auto Finance Through Human-Centered Design at Capital One

Overview

Capital One, the nation's largest auto lender, serves over 4.5 million customers and collaborates with 17,000 dealerships.Recognizing the complexities in dealer-lender interactions, Capital One embarked on a digital transformation to streamline processes, enhance transparency, and empower dealerships with better tools and data.​

The Challenge

Dealerships often grappled with:​

  • Limited visibility into financial interactions with lenders.

  • Inefficient processes leading to missed obligations and friction.

  • Challenges in managing payments and understanding the nuances of each lending relationship.​

These issues highlighted the need for a comprehensive solution that addressed both technological and human factors.

The Approach

Under the leadership of Marty Pappas, Capital One adopted a human-centered design methodology:​

  • Empathy & Research: Conducted over 70 sessions with customers and associates to gather insights.

  • Iterative Design: Integrated continuous feedback into agile development cycles.

  • Collaborative Prototyping: Engaged co-creators to test and refine solutions.

  • Service Design: Mapped user journeys to identify pain points and opportunities.​

The Solution

The team developed a suite of tools and platforms, including:​

  • Self-Service Dealer Dashboard: Provided real-time access to accounts receivable/payable, refunds, and title perfection statuses.

  • Digital Communication Strategies: Enhanced dealer engagement and platform adoption.

  • Innovative Loan Servicing Products: Streamlined processes, reducing manual interventions and errors.​

The Results

  • Digitized the auto lien process, setting a new industry standard.

  • Achieved over 20% increase in B2B platform adoption among dealers.

  • Transformed loan servicing, positively impacting over 4.5 million customers.​

Next

Project Two